Normal Operations Expected Wednesday During 911 Telephone Upgrade

Upgrade Will Reduce Hold Times for Callers

Tuesday, April 01, 2014

​On Wednesday, April 2, starting at 9:30 a.m., the Emergency Communications and Citizen Services Department will upgrade the Virginia Beach 9-1-1 telephone system. The upgrade is expected to be completed by 4 p.m. the same day.

After the upgraded telephone system is installed, VB9-1-1 will have better ability to manage incoming calls for service, and we anticipate a reduction in call queue (hold) times for the public.

The department does not anticipate any telephone outages or down time during the cutover, and the upgrade will not prevent any person in Virginia Beach from being able to dial 9-1-1.

Callers to 9-1-1 in Virginia Beach do need to be aware there will be brief periods during the cutover when automatic caller location information will not be accessible by VB9-1-1 call takers. VB9-1-1 call takers always ask callers to provide the location of the emergency, and will have the caller re-verify the location before ending the call. It is important for callers to remain on the line to provide the VB9-1-1 call taker with the location of the emergency.